Associate VP RCM operations

The Associate Vice President – RCM Operations / Account Delivery is a senior operational and client leadership role responsible for driving business performance, client value, operational excellence and profitable growth across Companies Revenue Optimization Services.

The role partners with the Vice President, Market Leaders, Client Services and global stakeholders to translate business strategy into scalable operating plans and consistent execution across delivery teams and sites.

The AVP will own end-to-end delivery performance across assigned accounts/functions, including SLA adherence, quality, productivity, client satisfaction, financial performance, workforce planning, process improvement and leadership development. The role will also serve as a senior escalation point for complex client and operational matters and will build the leadership bench required to support future growth.

The role is expected to be operated as a strategic client partner rather than a transactional service provider, combining deep healthcare RCM expertise with strong commercial, operational, financial and people leadership.

All activities must be in compliance with Equal Employment Opportunity laws, HIPAA, ERISA and other regulations, as appropriate. 

Key Responsibilities:

Business & Operations Leadership

• Own operational performance across multiple delivery teams/sites, ensuring consistent execution against SLAs, quality, productivity, cost and client commitments.
• Translate business and operational strategy into actionable operating plans, KPIs, performance priorities and delivery roadmaps for Directors and operational leaders.
• Act as the CBO Leader for the client practice and drive strong operational governance across managed accounts/functions.
• Drive teams to meet SLAs and performance metrics through resource optimization, action plans, performance reviews and proactive course correction.
• Ensure adherence to quality standards and identify process issues that may impact delivery, client outcomes or business performance.
• Analyze operational trends, escalations, client feedback and business strategy to proactively identify and resolve delivery risks.
• Maintain and improve delivery efficiency across managed functions.
• Drive cross-site process standardization and continuous improvement to improve efficiency, quality and scalability.
• Identify root causes of operational issues and ensure sustainable corrective actions.
• Maintain Standard Operating Documents and ensure adherence to agreed operating processes.
• Support client implementations and transition from startup through steady-state operations in partnership with Solutions, Implementation and Client Services.
• Own operational and financial performance reviews and communicate performance, risks and action plans to senior leadership and relevant client stakeholders.
• Enforce PHI and HIPAA compliance across managed functions.
• Experience managing large delivery organizations, ideally 200+ FTEs across multiple teams/sites.

Client Management

• Serve as a senior escalation point for complex client issues and ensure timely resolution and prevention of recurrence.
• Build trusted relationships with clients and operate as a strategic partner delivering measurable business value.
• Manage VOC, CSAT and customer experience through structured governance, issue prevention and proactive engagement.
• Build alignment across Client Services, Market Leaders, delivery teams and other internal stakeholders.
• Develop strong understanding of client business priorities, operating models and future requirements and align with companies delivery accordingly.
• Understand SOW and contract requirements for managed accounts and ensure delivery remains aligned to agreed scope.
• Identify and manage scope creep, contractual risks and commercial opportunities.
• Support Market Leaders in identifying new business, revenue expansion and wallet-share opportunities.
• Develop account growth plans and contribute to short- and long-term business strategy.
• Participate in internal QBRs, client governance forums and business reviews.
• Build relationships with relevant client providers, partners and payers where needed to strengthen delivery and client value.
• Surface opportunities for revenue growth, process expansion and broader company engagement.

Financial & P&L Management

• Forecast revenue, operating costs and headcount for signed SOWs.
• Provide annual budgets and ongoing financial forecasts for managed accounts/functions.
• Own P&L performance against agreed KPIs/KRAs, with clear accountability for revenue, cost and operating efficiency.
• Own profitability targets, including gross margin performance.
• Review revenue and margin performance against budget and identify corrective actions.
• Drive quarterly cost optimization and work-allocation initiatives.
• Partner with Market Leaders on revenue and growth budgets.
• Manage contracts, renewals, scope changes and commercial implications.
• Ensure timely invoice preparation, validation and issue resolution.
• Ensure financial decisions are aligned to client commitments, operational requirements and company profitability objectives.

People Leadership & Organizational Capability

• Build, mentor and develop a strong Director-level leadership bench across operational units.
• Establish clear succession plans and leadership development priorities for critical roles.
• Lead by example and create a high-performance, accountable and engaged operating environment.
• Drive team performance through regular feedback, coaching and performance reviews.
• Identify capability gaps and establish training and development roadmaps in partnership with relevant teams.
• Ensure organizational structure and hiring plans are aligned with business growth, productivity and budget requirements.
• Partner with Recruiting, Training, HR, IT and other enabling functions to ensure talent and infrastructure keep pace with business requirements.
• Support workforce and capacity planning across short- and long-term business horizons.
• Drive employee retention, engagement and leadership effectiveness.
• Build a culture of accountability, ownership, continuous learning and innovation.
• Promote IKS values and leadership principles across the organization

Qualifications

• Graduate in any discipline – mandatory.
• MBA from a UGC/AICTE-approved institute – preferred.
• Lean Six Sigma certification – preferred.
• 15–18 years of overall work experience.
• 15+ years of healthcare RCM experience, with strong exposure to Hospital Billing / Acute Care.

Management